Application Support Specialist (FIS3)

The Role

As an Application Support Specialist - Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability.

Hapag-Lloyd is one of the world's leading liner shipping companies, connecting businesses and people across more than 600 ports worldwide. With a fleet of over 300 modern container ships and a vessel capacity of 2.5 million TEU, we keep global trade moving reliably every day.
Our global network spans 140 countries, 400 offices, and a growing portfolio of terminal and infrastructure investments. This scale enables us to deliver consistent, highquality service across continents and to support our customers in even the most complex supply chains.
When you join us, you become part of more than 18,000 colleagues working across borders, functions, and cultures, to not only to deliver quality for our customers, but to create innovation and opportunities across roles, regions, and perspectives.
We believe that every exploration is a chance to grow, and every port is a place to belong.
Technology center in Chennai
Welcome to Hapag-Lloyd Technology Center Chennai: Where Innovation Thrives

Hapag-Lloyd Technology Center Chennai, located in the Chennai World Trade Center, is more than just a captive center; it's a beacon of technological innovation. Hand in hand, with two other Hapag-Lloyd IT Hubs in Hamburg (Germany) and Gdansk (Poland), we are ushering in a new era of IT excellence.

Hapag Lloyd Technology Center was opened on June 1st, 2023, with a goal to rapidly expand, envisioning a team of 400+ experts in the coming years.

HLTC Leaders of Innovation
Leading HLTC Chennai are Balamurugan Palanivelu (CEO), Balaji Ramamoorthy (CTO), Vaishali Shetty (CHRO), and Sameer Saxena (CFO).

At Hapag-Lloyd Technology Center, our team is in constant expansion mode. Join us as we continue to grow and innovate! Your expertise can play a vital role in our dynamic and evolving environment.

Global Excellence in IT - Trusted Partner to Grow Your Career
Our Global ONE IT operates across three strategic hubs worldwide: Germany, Poland, and India. Together, we are dedicated to perfecting Hapag-Lloyd's IT solutions. With nearly 200 years in the business, innovation has always been in our DNA.

Our enduring presence makes us a reliable employer for those seeking a workplace that successfully adapts to a changing world, embracing ecological trends and innovation. At Hapag-Lloyd, your work is not only engaging but also has a real impact on our reality.

As we continue to evolve and enhance our market position, we are actively seeking the best IT experts to bring their diverse perspectives to our team.

Join us and be part of a team that is driving innovation, ecological responsibility, and excellence in IT. Your career will thrive with us!
https://www.hapag-lloyd.com/en/company/career/working-in-tech/our-offices/office-chen.html

Perks and Benefits at HLTC :

• Recreation: Play area with PS5, Table Tennis, Foosball, Carrom, and Chess
• Financial & Health: Provident Fund, Gratuity, Performance Bonus, Medical Insurance, Leave Travel Allowance
• Work-Life Balance: Hybrid model after 3 months based on Manager's approval (3 days in office, 2 days WFH), Generous Leave Policies
• Facilities: Car/Bike Parking, Food Court, Modern Office Environment
• Professional Development: HL Academy - Training Programs, Career Growth Opportunities, Employee Referral Policy,IJP.

• Proven experience (2-7 years) in application support, including Level 2 roles.

• Basic or end-to-end knowledge of the shipping lifecycle.

• Familiarity with EDI and SQL.

• Excellent analytical and problem-solving skills.

• Effective communication and interpersonal abilities.

• Familiarity with ITIL or other IT Service Management frameworks is a plus.

• Certifications related to specific applications or platforms are beneficial.

SaaS Support

• Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.

• Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.

• Escalate complex issues to Level 3 support or development teams as needed and track until resolution.

• Communicate effectively with external partners, stakeholders, and SaaS providers.

Technical Expertise

• Maintain a strong understanding of the organization's application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level.

• Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.

Problem Identification and Resolution

• Analyze reported issues to identify trends and recurring problems.

• Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.

Communication and Collaboration

• Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation management teams.

• Communicate with end-users to gather information, provide updates, and guide on best practices.

Documentation and Knowledge Sharing

• Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.

• Contribute to the organization's knowledge base to empower Level 1 support and end-users.

Quality Assurance

• Ensure solutions are based on validated knowledge documentation and not assumptions.